Residential drop-line, service deactivation, and additional billing

Hello,

My wife and I had a house built recently that was completed in January 2026. We first contacted Xfinity to have internet service be made available to the house and to have a drop line be run from the nearest utility pole to our house in October 2025. As of today, 3/18/26, we still do not have a drop line installed at our house. The local Xfinity technician has been to our house four times and sent emails to the drop line crew supervisor regarding having the drop line installed with the appropriate conduit so that the final connection can be made at the house. A temporary service line is not feasible as determined by the technicians evaluation in December 2025. The electric line providing service to our house from the same utility pole that Xfinity utilizes, has been designated and marked with spray paint and pin flagging several times by UtiliQuest, yet the Xfinity contractor that installs the drops still has not completed their work. Additionally, Xfinity has disconnected and transferred service to my new address, that doesn't physically have a service line to the house, twice while charging me transfer fees and fees for monthly internet service that I can longer access. We are now 5 months since initiating coordination with Xfinity without any solidified plan of when Xfinity will provide service to our new house and how Xfinity will rectify the charges for services that we can't access and/or were the fault of Xfinity. We've had to sign up for a second account (doubling our monthly expense) with Xfinity using a temporary old housing situation as the lack of internet is continuing to impact our ability work. The situation is nothing less than ridiculous and abysmal regarding Xfinity's ability follow through with this.